Ashley — Local services in Pierre

Less than one year ago we purchased a Splash Chocolate Sectional from this store. Over $3000 spent on this couch. With this purchase, we also bought the Extended Replacement plan. Now, less than a year later, we have pin feathers coming out of one headrest and two cushions have collapsed. We call Ashley about this and what do we get? A clueless salesman who tells us to refer it to a customer care number. After a rather lengthy back and forth, we now have to wait 3 months for them to get the "parts" to "repair" the cushions in the couch. Apparently, nothing is being done about the feathers coming out of the headrest. If I were you, I would steer clear of this company. Terrible customer service and even worse warranty and replacement plans.

Edit: they admit that the replacement plan is not an actual replacement plan. We were lied to when it was sold to us. DO NOT BUY FROM THIS PLACE. 3,000 bucks on a couch, its falling apart and they won't to anything about it.

Update: The promised 12 weeks was up on March 29. I called Customer Care to see what the delay was. I am now being told that I may have to wait until the end of June for the repair. That makes it six months to process and complete a warranty claim. Please, save your money and sanity and give Ashley a wide berth. There are far better stores out there.

Update: Here we are 7 months into the warranty claim, and one month since someone claiming to be from corporate "took over" the case. Still the couch has not been fixed nor replaced and the has been ZERO communication from anyone with Ashley Furniture. Looks like small claims court it is. DO NOT WASTE YOUR MONEY WITH THESE PEOPLE! THEY DO NOT CARE ABOUT THE CUSTOMER AFTER THE SALE!!!

Another Update: Now, eight months in, and still nothing has been done. Promises, then delay, another promise, then a "We can't do that, regardless of what the other...

After an accident, I faced some challenges and had considered an adjustable bed. I called Ashley Funiture in Pierre and had the pleasure of speaking with Misty Anderson. We discussed my needs, limitations, options available and price. After our discussion I explained that I was not able to go into the store and try out mattresses. Knowing it was going to be an important investment I was hesitant to move forward with the purchase due to this but knew I needed some relief that an adjustable bed could give me during recovery as well as comfort after I have recovered. Misty explained that they give you 30 nights to sleep on the mattress and if you are not satisfied you may trade for a different one as long as you have the recommended mattress cover on it. This was music to my ears! She ask many questions to help her make a mattress recommendation. She kept price and quality in mind and ordered what we had discussed immediately. The bed came in on the next truck and she arranged with their delivery drivers to deliver as soon as they could. After 30 day we did go in and try other mattresses. We ended up purchasing an American Made Sterns and Foster mattress. My husband and I were both so impressed by Misty’s knowledge and customer service once again, that it made our decision easy and we are confident that we made the right choice and investment. We appreciate her friendly, quality customer service and knowledge, it was Excellent!!! We also appreciate the delivery team as well, they were so very kind, professional and caring. The excellent experience we received during a challenging time made us feel like a valuable part of the community and gave us much hope knowing that personal customer service is still available. Felt like the good old days again. This is priceless, Thank...

Ordered 2 couches on 12/14/24 for delivery on 1/2/25. Was supposed to get a call regarding the delivery, but got NOTHING. Called the store today and found out that the couches have not yet come in, and even though they should be coming in shortly (are due in to Sioux Falls today), that we now won't get delivery of these couches for nearly a month, since the next available date for delivery is 1/30/25. This is unacceptable, not only that our furniture isn't being delivered as promised but also that no one bothered to reach out to us and let us know there would be a delay. When I called in, the salesperson who answered told me that the sales guy we purchased from was only part time and when I asked to speak with a manager, they were unavailable (store manager on vacation, assistant manager "Misty" was on the phone).

If I could give less than one star I would - this is truly appalling, especially since we already emptied out our livingroom last weekend in anticipation of this delivery and now will be without furniture in that room for a full month. If someone had bothered to contact us, we could have at least delayed the furniture removal and not be stuck sitting on bare wood floors...